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  • rhatten
    rhatten Posts: 17 ✭✭
    edited April 2021
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    Yes!!

    I only have one user name its ... 'rlhatten1'

    [file removed per Community Guidelines]

    The online form will NOT accept any entry..> there's a red box around the field upon trying to enter anything into it.

    Here is a previous form I had filled out last year for the same reset request.. maybe you can use this a the PDF it requesting...

  • rhatten
    rhatten Posts: 17 ✭✭
    edited April 2021
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    SO.. I just understood where to find the "user ID" number (NOT the TV 'user Name') via a message from JoshP... and resubmitted the form with signature.. (see attached)

    [Image removed]

  • rhatten
    rhatten Posts: 17 ✭✭
    edited April 2021
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    JoshP helped with this response. I had not realized that the ID number (hidden in the app) was what was being requested...

    It is not the account but the individual TeamViewer ID that is flagged: https://community.teamviewer.com/t5/Knowledge-Base-EN/Why-do-I-see-Commercial-use-suspected-Commercial-use-detected/ta-p/5265

    ""You must enter the 9 or 10 digit TeamViewer ID number that is displayed in the app where the alert appears.""


    Finally after months of waiting I got the "Reset pdf Online form' submitted ... it was looking for the 9-10 digit number (of the "Individual TV ID not my account name)....... hopefully this won't continue to happen..

  • rhatten
    rhatten Posts: 17 ✭✭
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    Filled out the reset request.. still not reset. what now..?

  • Userofthisprogram
    Userofthisprogram Posts: 3 ✭✭
    edited April 2021
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    @Esther , hello again, its third day today and my reset request is still under review. Tomorrow is a weekend, can we expect problem to be fixed today at least? We cant even order groceries with that 30-40seconds every 5-15 minutes. Please can you double check with the team who's job is to go through applications? Thanks in advance

    PS i sent u my ID in PM.

  • rhatten
    rhatten Posts: 17 ✭✭
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    Filled out the "reset Online request"..yet still not reset. what now?

    Also I have 5-6 other personal computers that need to be added to the list while I'm still waiting on "approval".. Can I add them here (the TV ID's) and you'll add them to one I'm waiting on? Thx

  • Esther
    Esther Posts: 4,051 Former Community Manager
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    Hi rhatten - Thanks for submitting the form. The team will now review it and hopefully reset your IDs. The process can take a few days depending on the number of requests. Please do not upload TeamViewer IDs to the Community. Thanks!

    Former Community Manager

  • gmaliari
    gmaliari Posts: 1
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    Dear @Esther

    I had the same issue about a year ago, but due to the long waiting time until reset, I turned to a different solution. Due to the fact that I had to access a university server using Team Viewer, I installed it again, just to find that after one to two weeks of use a connection timeout message appeared. So I have one question for you. Is academic work counted as COMMERCIAL? If it is true I would to know if you consider the same between private and public universities.

  • stanheer
    stanheer Posts: 1
    edited May 2021
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    I was totally surprised by getting flagged for commercial use. I have used TV for over 10 years. I also did not fully understand the "reset" process. I filled out the PDF, but did not understand that I was to print it out, sign it, then scan it again and upload. So I just downloaded it, then uploaded without signing it, and then I realized it was also missing my 3rd computer ID. When I try to upload a corrected PDF, I get the message that I have "already sent the reset form". How do I fix this?

  • Esther
    Esther Posts: 4,051 Former Community Manager
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    Hi @gmaliari

    Yes - universities do need a license. However, TeamViewer does offer educational discounts for both private and public universities. Please contact our Sales team to get a quote for the university!

    Hi @stanheer

    Currently, it is only possible to submit one form at a time. I will need to ask you for some patience until you hear back from the reset team 🙌 After they handled your first request you can create a new form for the 3rd ID.

    Best, Esther

    Former Community Manager

  • Andy_Parker
    Andy_Parker Posts: 1
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    Blog post is very reasonable but I am still locked out. I have requested a reset and filled out the form and generated the pdf. I am using team viewer to access my home computers from a laptop because I am completely confined to bed following spinal surgery so "print out the pdf, sign it and scan it" is completely impossible for me, my printer is in a different room on a different floor of my home and I cannot leave my bed. A solution would be very welcome because TeamViewer has been a lifesaver for me while I have been so confined!

    tia

    Andy Parker

  • rhatten
    rhatten Posts: 17 ✭✭
    edited May 2021
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    My family has been waiting on my access to their computers..

    Randy

    [personal info removed]


  • Esther
    Esther Posts: 4,051 Former Community Manager
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    Hi @Andy_Parker

    As far as I know is a digital signature possible as well. I will check with the team to confirm.

    Hi @rhatten

    Your request from last week is still under review. I am keeping my fingers crossed the team will be able to process it soon. Once reset you can upload a new form for the other IDs.

    Former Community Manager

  • Astroaxl
    Astroaxl Posts: 0
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    Hi I have been deactivated the free license of Teamviewer because it is considered for commercial use. I made the activation request with the countersigned PDF form and it was accepted. On Sunday I saw myself blocking the use of the software. I have postponed the model again. Last time I only put the id of the computer to check, this time I put all the ids of the computers associated with my account. Is there a possibility that I will be reactivated? I use teamviewer to remotely control a personal observatory. The various ids are related to my PCs that are used in the family and it happens that one rather than another is busy. However, all are registered to me. Thanks so much,

  • Esther
    Esther Posts: 4,051 Former Community Manager
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    HI @Astroaxl

    Yes - the team will check every request and all IDs submitted and will get back to you within a few days. Thanks for your patience and best, Esther

    Former Community Manager

  • Ryukai
    Ryukai Posts: 2 ✭✭
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    Hi,

    like the rest of others my license have been suspended due to suspect "commercial use". I have applied for the online form for the unlock process but as now 1 week have passed with no changes...

    One question for @Esther please:

    I use my work laptop for work and when I go at home I bring with me my work laptop and use it for connect to my other personal PC in another house. I think that this may be the cause that made my license suspended in the beginning. Am I correct? If so, after they unlock my license, its possibile that it will be blocked again due to the above situation?


    Thanks!😊

  • Esther
    Esther Posts: 4,051 Former Community Manager
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    HI @Ryukai

    For me this sounds like this could cause the suspicion and yes - if this is the reason you will always get flagged again if you keep on making these connections. Thanks for asking!

    Former Community Manager

  • Ryukai
    Ryukai Posts: 2 ✭✭
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    Thank you for the quick answer!

    Sorry to hear that: I can no more connect to my personal pc using TeamViewer due to this, in my actual situation.

  • Esther
    Esther Posts: 4,051 Former Community Manager
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    Hi again - I think it is still worth a try requesting the reset. If you get the limitation again we have the proof that this was the case. Maybe the cause is something different. I am keeping my fingers crossed, Esther

    Former Community Manager

  • rock1andy
    rock1andy Posts: 3 ✭✭
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    I have this issue. Have used Teamviewer for years now to help out my family members. Now it says suspected commercial usage. yes i use my company email address as i don't have any others. I have done for years now. I have completed the online form and submitted but so far i have not heard back. How long does this process take? In the mean time i have my father who needs a bit of support but i can't help him because of this. he lives 4 hours away so it's not like i can just pop out and fix his issue.

  • PetDross
    PetDross Posts: 3 ✭✭
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    I think temviewer try to force to buy licence for normal users like to help for family. New version and new alogorythm its useles, also temviewer try to get more information about user, this is not sam TV like yaer ago... This is corporation now. How its possible to get alert , TV detect i working on commercial software (OS) - YES i use windows this is commecial like 80% of PC...

  • Esther
    Esther Posts: 4,051 Former Community Manager
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    HI @rock1andy - Usually the reset process is taking only a few days. Most people get their reset within 5 days.

    HI @PetDross - No, TeamViewer is not forcing private users to buy a license as outlined in the blog post above. If the suspicion is a false positive, we apologize and offer to review each case. And yes - The company TeamViewer has always been a business from the very first day - still, we want to allow all private users to use our software without paying for it. However, everyone using TeamViewer for any other purposes needs to buy a license as I wrote in the article above.

    Former Community Manager

  • Doyen
    Doyen Posts: 7 ✭✭
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    Hi @Esther , I read your first post (in full I might add) and it all seems reasonable to me. To be honest, I'm grateful to TeamViewer for providing ANY kind of free option for private users. It's certainly not an obligation, and no one can say that TV is doing it to get customers, since there is no upgrade path for such users. But therein lies the problem...

    Here's the thing... I know there are loads of people--like myself--who would purchase a subscription for TV if it was priced at a reasonable level. I can't afford to pay US$60 (CAD~$75) a month for something I only use sporadically to service computers of seniors and family members in nursing homes and such.

    So why doesn't TV create a 'personal' subscription option? I know I'm not the first one to suggest it, and frankly I don't understand why it hasn't happened. With COVID people are connecting remotely more than ever. It's not unreasonable to offer a personal subscription *in addition* to the free offering. You don't have to lock out free users to tap into that customer base.

    Setup a 'personal' subscription as a lower option than the business license. Have a cap of 50 managed devices, but no phone support. Tech support for personal subscriptions would be via the community forums only. Offer it at a price of US$60 a year. Hey, people pay more for streaming media services. Think about it... If you were able to pull in ~17K subscriptions (which would be easy given the user base) that's a million dollars gross right there. I can justify paying $60 a year for a 'personal' TV subscription, but I can't justify $60 a month.

    What would be the incentive for a person to get a personal subscription when they could use it free? The simple answer is that since they are paying for a (restricted) license, they won't have issues of being 'challenged' as they are with free accounts. Also, there are many people (myself included) that are willing to pay for software. The whole reason "freeware" still exists is since many of those programs operate on funds from people who voluntarily pay to use it--even though they don't have to do so. The TV software is solid.

    Right now there are a lot of people having issues with the increased detection changes. (And even though it hasn't been mentioned, it's very clear that changes were made.) I suspect that your subscription sales had dropped, and free users rose, so someone decided that this meant more people were cheating. There's one problem with that...

    It's a logical fallacy.

    It makes the false assumption that the lower number of business subscriptions is linked to the increase in free users, without any evidence to support it. The problem is that this doesn't take into account that many businesses have closed over the past year. It also doesn't take into account that many free users have likely installed TV as a means to help friends and family.

    Lower subscriptions and more free users is the only reasonable explanation I can think of to explain why the detection algorithm would be altered. If subscriptions had increased, and free users decreased, I highly doubt anyone would be tinkering with the detection algorithm right now.

    So why not meet users in the middle? Give them an option for a 'personal subscription'. Give them a means to support the software, and not be accused of trying to cheat it. At the very worst, if it flops, you convert personal subscriptions back to 'free users'.

    "If you build it, they will come", from the movie 'Field of Dreams', is a good way to summarize this. At $60 a year it's a reasonable price for what I would be using it for. Why not take my money? Isn't that what business is about? There are many things in life I have to worry about right now, and I would rather that TV not be one of them. Setup a personal subscription (without phone support) and I'll give you my money. Seems like a pretty sweet deal to me.

    Frankly, passing this up is something that I don't think ANY business can afford in this economy.

    It's your choice. Choose wisely.

  • Esther
    Esther Posts: 4,051 Former Community Manager
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    Hi @Doyen Thanks for your comment here on my blog and thanks for taking the time both reading and replying to it.

    Actually, TeamViewer created a "new" license type called Remote Access license at the beginning of 2020. Our goal was to offer a low price, high-value solution for specific use cases like Remote Access or Remote Work. Classic examples are Home Offices or Server administration to a limited extent. While it interestingly fell together with the global pandemic, we actually worked on this solution long before to cover specific cases as you mentioned above to address the need for power users or very small businesses where a Business subscription simply is "too much" and features like remote printing or black screen are needed.

    Let me share with you a couple of links to learn more about it:

    NEW LICENSE: Use case-specific license for a fixed number of devices

    FAQ on Remote Access Plan

    https://www.teamviewer.com/en/product-descriptions/ or https://static.teamviewer.com/resources/2021/02/Products-Description-new.pdf if you can´t access the first link

    Once again thanks and let me know what you think about the "Remote Access license".

    Former Community Manager

  • McLion
    McLion Posts: 1
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    @Doyen has a good business case, but @Esther would lose her job answering all these complaints :-)

  • Doyen
    Doyen Posts: 7 ✭✭
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    Hi @Esther, I looked over the license, and the problem is still in the principle of the license. "One remote worker". The plan is geared towards a person who needs to remotely connect to a business. Let's look at the product description:

    "Enable instant and highly secure access to *corporate* networks, systems, and files from remote locations."

    It's a license that allows one worker to access 3 machines, for half of the cost for a business license that would enable a person to access 200 devices. The intent is for this to be used by corporate employees, and it is priced accordingly. There is nothing wrong with it, but it's not a solution for personal users. That's the real problem here though. All of the plans and such are looked though a 'business lens'.

    This is a rhetorical question, but I have to wonder how much TV spends maintaining the 'free user' side of the business. Clearly you need to have staff that manage that part of the operation, and yet there is no income to pay for that cost.

    What likely needs to happen is that TV needs to do a product analysis, in which they look directly at the 270+ pages of people who have complained about false positive 'business' detection flags on their accounts. Let's be honest, those people are not 'workers' who are going the extra mile to score a free piece of software. They're usually just people who have advanced knowledge of computers--enough so that they can help others. So let's ask... what is it that these people are doing? And who are they doing it for? What kinds of networks? What kind of access? How much time?

    In order to develop a product for a 'personal user' license, you have to look at it from that perspective. This is something foreign to TV, since it has always looked at the business model. You need to design something from the ground up explicitly for personal users. This includes--but is not limited to--a simple subscription method.

    Ideally, TV should have a 'personal' website, which in actuality is just a unique domain name pointing to a 'personal' web page on the main site. There should be a simple system for personal users to subscribe, without needing to chat with a sales rep. What about free trials? You don't need it... you already have the 'free user' option. This is simply a method to convert free users into subscribers, who get the benefit of knowing exactly what they are paying for, without worry of false positives.

    But it needs to be priced appropriately. Heck, you could have one personal license at $5 a month (paid annually) that allows for 25 managed devices, and another personal license at $10 a month that allows for 50 managed devices. The license would prohibit use on corporate networks and in other business environments. You work into the software whatever is necessary to 'tailor' the software so that the features are designed to appeal only to personal users.

    This could include a maximum amount of time that the user could be connected remotely each week. Hey, if a person is connected 8 hours a day, 5 days a week, then it doesn't matter what computers they are accessing, that is business use. Perhaps a personal license also puts a limit on each connection's time... say 30 minutes? Or an hour at most. After that they need to reconnect. It's not unreasonable. Zoom does something similar with their 'free' offering only allowing 40 minutes.

    There are examples everywhere of businesses that tailor their software to meet the demands of people and business. The software 'TurboTax' has many versions. Some only do basic returns, and they cost far less than the software that can handle a business return. The software isn't corporate software that they allow personal users to use, and so there is no issue of a business trying to avoid paying for the proper software package.

    However, the first step is approaching this from a personal--not business--perspective. Heck, I'd even be willing to offer some feedback or sit in on a virtual meeting--no charge. Before the industry changed, I was a computer technician at IBM and I also did beta testing of software for Microsoft. This is why I haven't made a post bemoaning a false positive detection. I know that this isn't something simple. But having people get 'free' use of 'business' software is not really ideal either. I'm not sure how many 'free users' have been active of late, but something tells me it's a fairly high number. But this is the time to create a product to target that group--and its unique needs.

    You know what this reminds me of...? Leggings! 😄 Bear with me for a moment...

    I'm sure you've heard of the company called Lululemon... yes? They started as a company that made yoga pants, leggings, and other active wear for women. They became very successful and profitable, but their earnings hit a plateau. So they looked at their business model, and made a decision... Instead of reinforcing sexist gender stereotypes, they opened up and started selling to men as well. Years later, they do over $4 billion a year in sales and 25% of it comes from men! (Yes, guys wear Lululemon--and leggings.) Read those numbers again.

    But they had to get out of the mindset of only selling to one group. TV is in that mindset with respect to business. It doesn't see the potential in personal users, and so it's never really looked at building that side of the business. Much like Lululemon, you're leaving cash on the table.

    There are other products that are happy to pick up those personal users, and guess what... A personal user who uses software from your competitor is far more likely to buy a business license from that competitor if they get a job that needs it. Word of mouth matters.

    When I was taking a management seminar years ago, they mentioned a statistic that made me pause. The short of it is that when a customer has a good experience, they will tell (on average) 18 people about it--but if they have a bad experience they will tell 23 people. My point? Simple... That 270+ page thread on false positives isn't doing TV any favors. While corporate may think "they're only free users", the reality is that many of those 'free users' end up in jobs where they are the ones recommending software to business. Or they may just talk about their experience. Either way--in my opinion--these false positives are doing more damage to TV's bottom line than any lost subscription income.

    Look, I know what business is like. I know that getting managers to warm to ideas isn't easy. But the magic word here is MONEY. As the country recovers from the pandemic, new businesses may decide to have more work done remotely. Getting the TV product in front of satisfied personal users means you have an advantage when it comes to getting that business license sale.

    So instead of working against free users with false positive detections, develop a product and a price point that brings them in. Look at Microsoft... They essentially gave away Windows 10 so they could keep a lock on their market share of businesses using the software. Rhetorical... How many business licenses does TV have for Microsoft Windows? Yet Microsoft's success was built on the backs of personal users.

    TV is only reaching half of their potential customer base at present. As they say in business, if you won't satisfy the needs of a prospective customer, then your competitors will. TV already has the solid product, now they need the proper license and price point for the personal user market. Because if they don't, someone else will.

  • Esther
    Esther Posts: 4,051 Former Community Manager
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    Hi again @Doyen

    Thanks again for taking the time to write to me/us.

    May I say that I loved reading it? I appreciate your objective look on this to generate a win-win situation both for the company TeamViewer and the users of the software. And just for the records, I will personally forward your feedback internally. While the idea per se is not new, your arguments are having a point. I know our management, as well as the product teams, are visiting our community a lot and reading the feedback of our users but I just want to make sure, that yours is not being overseen because it´s Friday afternoon (We´re in Germany, so it is already very close to the weekend).

    And as a Community Manager, I am enjoying an open talk and exchanging ideas by design 🙌

    And for sure - I know Lululemon. However, I´ve never ever seen or heard someone comparing them with software but I get your point 😅

    In any case - your voice (and also those from others on these 11 pages and the 270+ pages you were referring to) are being heard. I promise! And we are constantly working on improvements. There is still room for it.

    Have a lovely weekend,

    Esther

    Former Community Manager

  • rock1andy
    rock1andy Posts: 3 ✭✭
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    It's been 7 days and i haven't heard anything. So how do i go about getting this sorted please? Do i have to fill the form in again online and wait another 7 days?

  • rhatten
    rhatten Posts: 17 ✭✭
    edited May 2021
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    Esther... Does a "Community Manager" have ANYTHING to do with TeamViewer?.. or are you here to just chat with the Private customers??? I need results from your TECH SUPPORT... Please have them reset my account back to private use ONLY....

    What am I waiting for???

    You can't verify me from Feb?? its now MAY!!!!

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